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Offer predictive suggestions for Answers as chatters type

Overview

Suggestions proactively offer links to Answers as chatters start typing their question. Ada’s machine learning helps surface suggested paths before the chatter has finished their inquiry, improving their experience by getting them to the Answer they’re looking for more quickly.

Suggestions are dynamic and begin updating automatically once a chatter has typed a few words. As the chatter continues to type, the suggestions change.

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If at any time, a chatter wants to hide Suggestions, they can minimize them by clicking the down arrow next to Suggestions. They’ll still see that Suggestions are available to them, and still update depending on their questions. If the chatter decides they want to unhide the suggestions, they can do so by clicking the up arrow next to Suggestions.

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On mobile devices, Suggestions appear in a carousel format.

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Set Up

You can control the number of Predictive Suggestions your bot shows chatters as they type, or turn off the feature entirely.

  1. On the Ada dashboard, go to Settings > Bot Setup > Bot Customization. Click the General drop-down menu to reveal the Functionality section.

  2. Click the Offer Predictive Suggestions toggle to switch Suggestions on or off.

  3. Adjust the Show up to slider to set the number of suggestions a chatter sees, to a maximum of three.

    predictive_suggestions_settings.png

In Answer Settings, the Include in Clarifications and Suggestions toggle determines if the Answer will appear as a Suggestion or Clarification. When toggled off, the Answer will never be surfaced as a Suggestion or Clarification. Consider toggling off the feature for Answers that are part of a multi-step Answer flow or content that you don't want to have easily accessible.

The Answer Button Label serves as the link title for both Suggestions and Clarifications, so ensure that it will make sense in both scenarios.

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Note

By default, the Include in Clarifications and Suggestions toggle is set to on for new Answers and Answers that currently have Clarifications toggled on.

Have any questions? Contact your Ada team—or email us at help@ada.support.